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Breakfast Briefing: Extreme Makeover: The Automated Service Desk in 2019

Wednesday, April 10 at 7:30 AM

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Are you an automation guru? Let's get you there today. Currently, the service desk is being transformed by moving from reactive to proactive service management, where you can: enhance agent productivity, reduce time to resolution, and improve end-user experience. An automated, semi hands-free service desk is practical and possible right now. Looking ahead (maybe 6-12 months), the next phase will be predictive service management where you'll prevent incidents before end users are even impacted.

In this session we'll cover:
• What does the automated service desk look like?
• How is it going to help you?
• What are other automated service desks already achieving?
• Where do you start?

Roy Atkinson

Senior Writer/Analyst


Roy Atkinson is one of the top influencers in the service and support industry, with an international reputation. His expertise has been featured by The Economist, Social Media Today, Computerworld, and many others. His specialty is guiding organizations to better service and service management through the adoption of good practices. According to CIO Insight, he is a “model of the future digital leader.”

Doron Youngerwood

Director of Product Marketing


Doron has 15 years' experience in managing global marketing for unified communications, enterprise mobility, and artificial intelligence (AI) solutions. As SysAid's Director of Product Marketing, his responsibilities include developing the go-to-market strategies for SysAid's products, with a strong focus on automation, analytics, and AI. A regular speaker at AI events, Doron’s expertise in this domain means he is frequently asked to brief analysts, journalists, and customers on new developments in this industry. Doron was also on the AI Advisory Board for TM Forum.